At Fina, we are proudly different. Fina Australia is a non-government, profit-for-purpose provider of Supported Accommodation to people living with disability and/or given to complex behaviours. Fina’s approach to the transition and support of our clients is quite unlike any other organisation. We call our approach the “Fina Way”. 

As a profit-for-purpose organisation, 100% of profits/surpluses are put back into the business to grow our capacity to support more clients according to the “Fina Way”. 

Working at Fina is not for everyone. We understand that. Working in our organisation requires self-awareness, emotional intelligence, commitment to teamwork and an absolute commitment to the client. 

Purpose & Aim

To provide unique support, safety and security for our clients through a multi-skilled and composite team. By being able to address these specific needs of the client, we will enhance the outcomes through our person-centred care model. The Complex Response Team will be totally client focused, physically and mentally fit, and able to plan, deliver and review supports in all circumstances. It will also plan adn react according to pre-established protocols and trained emergent responses –  professional in all situations and locations.

Pre-Employment Criteria

All new Complex Response team members will be required to participate in the following:

• 6-week induction and training / final selection process
• Physical fitness check
• General health check
• Criteria/Revelian online testing (multiple components)
• Scenario reaction assessment by our specialist team

The following qualifications are mandatory:

• Current blue card
• Current yellow card
• Current first aid & CPR certificate
• QLD driver’s license

A Current security licence is desirable or to be willing to undertake identified training to a required standard.

Essential Elements of the Role

• Disability Support – 100% adherence, effective use and understanding of ALL Fina tools and the use of the data provided 
  • Core Tools – use and compliance, understanding and trends
  • Core Teams – Cohesive Sustainable Supportive including effective debrief, detailed incident and observation analysis and awareness of yourself, team including client under varying levels of pressure
  • Core Knowledge – Comprehensive knowledge and interpretation of client conditions, support regime specified by specialists, and how to support / what to look for and what to do in all support situations
  • Core Skills – Resilience and De-escalation, an individual and team ability to reflect & learn from observations and trends, participate on focussed team and client activities to enhance outcomes including safety and security, participate actively in tertiary conversations including self and others critique, opportunities to improve, and planned changes to how we support. 
• Environmental Management – 100% understanding of risk profiling, effective use in PLANNED mitigation activities within all required environments 
  • Risk profiling – identify the risk, the likelihood, impact and who controls against it happenning 
  • Mitigation planning – how to reduce likelihood, impact and increase our control over the risk
  • Active planning, performing and reviewing the effectiveness of environmental management – building the structures of process, team roles, protocols, mantras – everything needed to structurally reduce the risk, impact and enhance our control of the situation
• Emergent Response – for when things don’t go to plan to ensure safety for all 
  • Through analysis of what and where, prescribe defined levels of escalation to inform our response levels – by location, presentation, circumstance and public safety
  • Consequent levels of response – to de-escalate, make safe, return to base appropriately and in the most timely manner possible.
  • Reactive de-escalation to ensure safety – differs by location and presentation
  • Appropriate tactical response where “hands on” is not the immediate or preferred solution
  • Practiced and competent individually and as a team. Everyone know what is required, how to perform their role, and is assessed and evidenced as competent
  • Committed to practice drills, streamlined teamwork in supports and safety – an ongoing requirement of this position
• Communication
  • Observation of client in all levels of escalation
  • Language protocols that work and don’t inflame
  • Comprehension of client clearly understood and incorporated into everything we say or do. No big complex explanations if the client is struggling at 6 word answers
  • Mantras for communication. Specific topics, language, ways to “ask”, ways to say “no”, ways to re-direct with minimal pushback or reaction
  • Trigger language – understand what we must NOT EVER say
  • Non-verbal including proximity – indicating directions, to sit, to stop, to desist. Including client personal space, impact of anxiety and reaction
  • Empathy & positive regard for client – always remember client is trying

Qualifications:

• Must be physically fit, possessing good stamina and agility to handle potentially volatile situations.
• Proven experience in deescalating conflicts or managing potentially aggressive situations is highly desirable.
• Excellent communication and active listening skills to effectively defuse conflicts and manage emotions.
• Strong interpersonal skills to establish rapport and build trust with individuals in distress.
• Ability to think critically and make quick decisions in high-pressure situations.
• Knowledge of conflict resolution techniques and deescalation strategies.
• Demonstrated ability to remain calm, composed, and empathetic in stressful situations.
• Flexibility to adapt to changing work requirements and schedules.
• Willingness to participate in ongoing training programs to enhance skills and knowledge.
• High school diploma or equivalent (additional certifications or qualifications in conflict resolution or related fields are a plus).